Back to search.ACT Teleconferencing - German Speaking Service Agent
| Employment Type: | Permanent |
| Location: | North London - London, United Kingdom, Harrow |
| Salary: | 15,500 |
| Languages: | German |
GENERAL PURPOSE:
Service Agents will provide frontline service delivery and first-line service support for customers of our Audio Services, providing the highest quality possible, leveraging skills and knowledge of all elements of ACT’s Audio based services including, but not limited to: conference bookings, audio conference execution, and post conference administration, as well as general inquiries relating to ACT’s products and services. Agents will identify opportunities to up sell/cross sell to customers, when appropriate, and based on experience, actively recommend appropriate solutions to enhance the customer experience. Agents will be expected to multi-task, adjusting form one aspect of Service Agent 1 duties to another without loss of efficiency, composure or knowledge. Agents are expected to, when applicable, proactively identify preventive action in order to avoid errors, resolve problems and identify where service improvement is required, as well as ensure service is delivery to the customer within established Service Level Agreements. Agents will set a professional example to coworkers, providing ongoing support and teamwork to all internal customers.
DUTIES & RESPONSIBILITIES:
• Be knowledgeable of service / product offerings and be able to educate customers accordingly
• Memorize and adhere to all applicable answer scripts and protocols in a professional manner
• Possess working knowledge of basic bridge functionality
• Answer incoming customer bridge lines and join to applicable conferences
• Answer, label and join administrative links to conferences correctly
• Build and execute Reserved Passcode and Operator Assisted, including Dial Out, calls on bridge / no features
• Monitor several bridge connections at one time, multi-point status, when necessary
• Possess working knowledge of intermediate Reservation System functionality
• Book Reserved Passcode and Operator Assisted calls with all associated features, including Standing Calls
• Amend and cancel Reserved Passcode, Operator Assisted and Standing calls
• Manage creation of new contact / user information in Reservation system, adhering to all pertinent billing rules and instructions
• Manage distribution of registration and restriction lists to appropriate groups / save on FTP site
• Compile, edit and send basic Participant lists (no Voting & Polling) and Voice Capture lists, including Special Voice Captures
• Book Digitized Replays on server
• Edit and mail all audio tapes to customer
• Edit and mail all Audio CD’s and Wave Files
• Upload and download of files to FTP
• Working knowledge of Ready Connect web functionality
OTHER DUTIES & RESPONSIBILITIES:
• Utilize knowledge of our business to communicate services to ACT clients and potential clients
• Be aware of and conform to Company policies in dealing with customers and with every day activities within the Company
• Maintain a professional relationship with clients, co-workers, management, all other ACT employees, consultants, and Vendors
• Provide superior customer service at all times to all customers
• Assist in company profitability
• Assist in maintaining established Service Level Agreements associated with answering Reservations and Bridge customers (TTA, TTC, Fault Free %)
• Be aware of and conform to all Service Management policies and procedures
• Create follow-up reports for all errors
• Maintain a positive attitude at all times
• Maintain a professional relationship with clients, co-workers, management, all other ACT employees, consultants, and vendors
• Participate in meetings as appropriate
• Other duties as assigned
SUPERVISORY DUTIES: None
EDUCATION & EXPERIENCE:
• High School diploma or equivalent
• Previous customer service experience helpful
• Previous conferencing and /or call center experience preferable
• Experience with conferencing technologies or service environments a distinct advantage
KNOWLEDGE, SKILL AND ABILITY:
• Microsoft Office
• Intermediate computer skills
• Intermediate Word, Excel, Power Point
• Clear, professional and positive verbal and written communication skills
• Excellent customer service skills
• Accuracy and quality
• Strong interpersonal skills
• Ability to effectively manage time
• Independent and self motivated
• Flexible work schedule
• Good analytical skills
• Ability to manage change
• Team player
• Ability to perform under pressure and respond in a professional manner in a highly visible customer service environment
• High levels of personal drive and motivation
• Strong work ethic
• Ability to interact with staff at all levels and work in a team environment
• Language – German (essential)
ACT is an Equal Opportunity Employer
NOTE: Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
Service Agents will provide frontline service delivery and first-line service support for customers of our Audio Services, providing the highest quality possible, leveraging skills and knowledge of all elements of ACT’s Audio based services including, but not limited to: conference bookings, audio conference execution, and post conference administration, as well as general inquiries relating to ACT’s products and services. Agents will identify opportunities to up sell/cross sell to customers, when appropriate, and based on experience, actively recommend appropriate solutions to enhance the customer experience. Agents will be expected to multi-task, adjusting form one aspect of Service Agent 1 duties to another without loss of efficiency, composure or knowledge. Agents are expected to, when applicable, proactively identify preventive action in order to avoid errors, resolve problems and identify where service improvement is required, as well as ensure service is delivery to the customer within established Service Level Agreements. Agents will set a professional example to coworkers, providing ongoing support and teamwork to all internal customers.
DUTIES & RESPONSIBILITIES:
• Be knowledgeable of service / product offerings and be able to educate customers accordingly
• Memorize and adhere to all applicable answer scripts and protocols in a professional manner
• Possess working knowledge of basic bridge functionality
• Answer incoming customer bridge lines and join to applicable conferences
• Answer, label and join administrative links to conferences correctly
• Build and execute Reserved Passcode and Operator Assisted, including Dial Out, calls on bridge / no features
• Monitor several bridge connections at one time, multi-point status, when necessary
• Possess working knowledge of intermediate Reservation System functionality
• Book Reserved Passcode and Operator Assisted calls with all associated features, including Standing Calls
• Amend and cancel Reserved Passcode, Operator Assisted and Standing calls
• Manage creation of new contact / user information in Reservation system, adhering to all pertinent billing rules and instructions
• Manage distribution of registration and restriction lists to appropriate groups / save on FTP site
• Compile, edit and send basic Participant lists (no Voting & Polling) and Voice Capture lists, including Special Voice Captures
• Book Digitized Replays on server
• Edit and mail all audio tapes to customer
• Edit and mail all Audio CD’s and Wave Files
• Upload and download of files to FTP
• Working knowledge of Ready Connect web functionality
OTHER DUTIES & RESPONSIBILITIES:
• Utilize knowledge of our business to communicate services to ACT clients and potential clients
• Be aware of and conform to Company policies in dealing with customers and with every day activities within the Company
• Maintain a professional relationship with clients, co-workers, management, all other ACT employees, consultants, and Vendors
• Provide superior customer service at all times to all customers
• Assist in company profitability
• Assist in maintaining established Service Level Agreements associated with answering Reservations and Bridge customers (TTA, TTC, Fault Free %)
• Be aware of and conform to all Service Management policies and procedures
• Create follow-up reports for all errors
• Maintain a positive attitude at all times
• Maintain a professional relationship with clients, co-workers, management, all other ACT employees, consultants, and vendors
• Participate in meetings as appropriate
• Other duties as assigned
SUPERVISORY DUTIES: None
EDUCATION & EXPERIENCE:
• High School diploma or equivalent
• Previous customer service experience helpful
• Previous conferencing and /or call center experience preferable
• Experience with conferencing technologies or service environments a distinct advantage
KNOWLEDGE, SKILL AND ABILITY:
• Microsoft Office
• Intermediate computer skills
• Intermediate Word, Excel, Power Point
• Clear, professional and positive verbal and written communication skills
• Excellent customer service skills
• Accuracy and quality
• Strong interpersonal skills
• Ability to effectively manage time
• Independent and self motivated
• Flexible work schedule
• Good analytical skills
• Ability to manage change
• Team player
• Ability to perform under pressure and respond in a professional manner in a highly visible customer service environment
• High levels of personal drive and motivation
• Strong work ethic
• Ability to interact with staff at all levels and work in a team environment
• Language – German (essential)
ACT is an Equal Opportunity Employer
NOTE: Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
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